Frequently Asked Questions

Under the current circumstances of COVID-19 we are still working hard at processing and shipping all orders however, some shipping delays should be expected.

If you desire a faster shipping time we recommend choosing the express shipping option at checkout.

We are taking all the recommended precautions during this time and hope everyone is staying safe. Please click here to read our detailed response to COVID19 with all updated information in regards to domestic and international shipping.


General Shipping Terms

All orders are processed within 1-2 days from the date of purchase. You will receive confirmation of your order within this period.

Lorna Murray is not liable for lost or stolen parcels in any point of transit from our studio to your address. This includes if you authorised delivery instructions for your parcel be left unattended. It is expected that once your order leaves our studio, it is in your care and further under your ownership. It is not our responsibility nor liability to replace any missing items due to this.

Lorna Murray is not liable for any incorrect information supplied by you, the customer. It is your responsibility to fill out all information accurately. If the shipping address you have provided is incorrect, we are not liable to give you an immediate refund. If we are unable to verify your shipping details or information is missing, we will contact you to confirm your shipping address. Please note, this may cause delays to the processing of your order.

Lorna Murray will only ship orders on business days (Monday to Friday, excluding public holidays). Orders placed outside of business days, will be processed on the following business days.

Please note, all shipping times are an estimation given by our couriers. We cannot guarantee the arrival date to be within the time frame quoted.


Domestic Shipping

All Domestic deliveries made in Australia for Lorna Murray will incur a flat fee.

$20 for standard shipping.
$25 for express shipping.

All orders over $500 AUD will receive the option of free domestic shipping within Australia.

Domestic orders are dispatched with Australia Post. Shipping time is 1-3 business days for express shipping and 2-7 business days for standard shipping. 


International Shipping

International shipping is available to destinations worldwide.

International shipping starts at $45.00AUD.

For orders of two or more items, shipping costs will be determined at checkout based on the weight of the parcel, parcel size and the delivery postcode.

International orders are dispatched via DHL. Shipping is between 5-9 business days.
Any orders including an oversized item such as a bag or a mat, will be shipped with Australia Post Standard Courier Service. Shipping time is between 6- 27 business days. If you would prefer your item to be shipped with DHL, please contact us at hello@lornamurray.com.au

Please note, some orders will require an additional shipping fee via DHL. If this applies to you, we will contact you directly with request for payment. This may include but is not limited to a rural surcharge fee or a larger shipping box.


Customs Import Duty & Taxes

All Online prices do not include any customs fees, tariffs or duties. We recommend for all customers to familiarise yourself with your country’s customs fees prior to placing your order with us.

Lorna Murray is not liable for any customs clearance or import fees that are required by your specific country. We do not take responsibility for any delays caused by customs clearance. Once your parcel has been dispatched from our Studio, it is then understood to be in your care and under your ownership. In the case that you need to undertake customs clearance or engage a third-party customs broker, this will be your responsibility to investigate.

We have no control over these charges nor can we assist in predicting these charges and fees, as they vary from country to country. Please consult your country’s customs office for an accurate quote.

Please note, if you choose to reject your country’s customs fees, this is at your discretion and at your cost. The cost for returning the parcel will be furthermore deducted from your entitled refund, store credit or exchange note. After your rejection of duties and tax charges, Lorna Murray is henceforth not responsible for refunding any previous shipping costs to ship the parcel to your country.

Please also note that we are unable to fulfil any request to declare your package for any value other than the total value paid at checkout. We are required by Australian law to declare all online commercial goods as ‘Merchandise’ and hereby cannot declare false information at your request.

Please note, due to international trading agreements and regulations, Lorna Murray must adhere to specific shipping restrictions meaning we are unable to ship to Russia.

If you have any questions, please contact customer care via hello@lornamurray.com.au or your country’s individual customs office.


How to Track my Order?

Your tracking number and details will be emailed to you once your order is being dispatched.

Please allow up to 24 hours for tracking details to be available for viewing with the courier.

Click here for DHL Express Tracking.

Click here for Australia Post Tracking.


Dispatch Times During High Volume Order Periods

All stocked items will be dispatched within 1-2 business days from the date the order was placed. However, in periods of high volume, our processing times may increase.   



If you have any further questions about our Policy or need assistance, feel free to contact us at hello@lornamurray.com.au

Cancellations
Orders cannot be cancelled once items have been processed and dispatched through our postal and freight system. Please see the returns and exchanges policies below if you need to change or return your order. 

Returns

We offer exchanges and store credits for full priced items only. If your item meets our Return Requirements, you will be able to receive a credit note for the full price of the item/s.

Please note that we do NOT accept items returned to us without our prior knowledge.

In order to return your goods, please follow the below steps:
1. You must contact us at hello@lornamurray.com.au to receive our Online Returns Form. 
2. Fill out the Online Returns Form. 
3. Repackage your item/s in the original packaging and enclose the Online Returns Form within the parcel. 
4. Post the parcel back to us, via the postal address below. Please request a proof of postage receipt at the post office. 

Return Address
A return address will be supplied at time of confirming your return has been authorised.


Return Requirements:

Returning your Item for a Credit Note
There are no returns offered on sale items.
If your items meet the following requirements, you will be able to receive a credit note for the price of your item/s.

1. Items are returned 14 days after the receipt of goods.

2. All Returned goods must be received back in their original condition. They must not have been worn, damaged, washed, dry cleaned or altered. 

3. All Returned goods must have original packaging and tags still attached. This includes the natural fibre bag each hat is sent in. 

Please Note:
- It is at the discretion of the Lorna Murray team to refuse a return if we feel your item does not meet the above conditions. 
- All goods must be shipped at the expense of the purchaser.
- All goods returned are the responsibility of the purchaser until they reach the return address.
- All goods returned must be communicated via email to hello@lornamurray.com.au
- In the unlikely event that goods are returned in an unsuitable condition, they will be returned to the purchaser.
- It is recommended that the purchaser sends returns via registered or express post to ensure safe delivery.
- Lorna Murray does not take responsibility for any loss of items being returned.
- The return parcel must have the purchaser’s name enclosed and web shop order number. 
- We recommend you insure the parcel for the value of the good/s you are returning and to also retain your proof of posting. 


Exchanging your Item for a Different Size or Colour
There are no exchanges offered on sale items.
Exchanges can be offered on full priced goods that are needed to be swapped for a different size and/or colour.
The style and/or the price must be the same as the original item being exchanged.

The items must meet the following requirements in order to be exchanged:

1. Items are returned 14 days after the receipt of goods.

2. All Returned goods must be received back in their original condition. They must not have been worn, damaged, washed dry cleaned or altered.

3. All Returned goods must have original packaging and tags still attached. This includes the natural fibre bag each product is sent in. 

Please Note:
- Postage is the responsibility of the purchaser, this includes the shipping of the exchanged items both ways.
- Only once the items are received in our Studio, will the new goods will be posted to the customer.
- All goods must be shipped at the expense of the purchaser.
- All goods returned are the responsibility of the purchaser until they reach the return address.
- All goods returned must be communicated via email to hello@lornamurray.com.au- In the unlikely event that goods are returned in an unsuitable condition, they will be returned to the purchaser.
- It is recommended that the purchaser sends returns via registered or express post to ensure safe delivery.
- Lorna Murray does not take responsibility for any loss of items being returned.
- The return parcel must have the purchaser’s name enclosed and web shop order number.
- We recommend you insure the parcel for the value of the good/s you are returning and to also retain your proof of posting. 


If you have any further questions about our Policy regarding the Return of goods or need assistance with your return, feel free to contact us at hello@lornamurray.com.au

Gift Cards

Lorna Murray™ Gift Cards are delivered via email and contain instructions to redeem them at checkout. Our gift cards have no additional processing fees. If a denomination of your preference is not available, please notify us at hello@lornamurray.com.au

Lorna Murray™ Gift Cards have no expiration date. 

Gift cards can be used more than once provided there is still a balance remaining on the card.
Gift cards can be used for shipping and taxes. They are applied to the final order total which includes shipping and taxes.
Gift cards can be used in conjunction with a discount code. 

If a customer wants to buy a gift card for someone else, then they need to forward the gift card email to the recipient or set the email to the correct recipient. 

Price Change Policy
Listed prices on the Lorna Murray website (www.lornamurray.com.au) are accurate to the best of our knowledge. However, in the unlikely event of an incorrectly priced item or a required update for new season arrivals, Lorna Murray has the right to correct and/or change the price of the item. 

Large or Flagged Orders 
ID may be required prior to shipment, for larger orders or orders that have been flagged by our payment processors. 

Out of Stock Items - Notify me when Back in Stock
We love that you love Lorna Murray™! If an item is out of stock and you would like to be notified when the item is restocked, on the product page of a sold-out item, type in your email in the "Notify Me" section. You will receive an email when the item has been restocked.

Please note that not all items will be restocked as many styles are limited editions or part of seasonal collections.

Confirmation Emails
Depending on your settings and host, your mail may have been directed to a junk or ‘Promotions’ folder. Please double-check prior to contacting us via email.

Copyright
Any form of media and other works in which Lorna Murray has intellectual property rights that are used without licence will be taken seriously. This includes but is not limited to, any infringement of the rights of Lorna Murray in any copyright owned by Lorna Murray in any imagery or text on our website, email marketing and social media platforms, advertising campaigns and collateral, and the Lorna Murray™ apparel collections themselves.

Terms of Purchase
As a customer of our website we require that you respect all copyright, creative authorship and moral rights of the designer Lorna Murray, and Gingham Traders Pty Ltd (trading as Lorna Murray).

This Site is for personal non commercial use only (that is including and not limited to personal purchases, gifting to family, friends and colleagues, interior design and installation and other personal activity).

These items are not for resale in any commercial setting.

You may not use, modify, copy, distribute, display or commercially exploit the brand Lorna Murray™ without the prior written permission of Lorna Murray. You may not use this site or any of its contents to further any commercial purpose including any advertising, or advertising revenue generation activity on your own site or any third party site.

Lorna Murray does not give permission for sale of any items in any commercial setting, wholesale or retail, without express prior written permission. 
Wholesale expressions of interest are to be emailed to buying@lornamurray.com.au


If you have any further questions about our Policy or need assistance, feel free to contact us at hello@lornamurray.com.au

Disclaimer

Outlet is a selected range of our samples and second stock.

These products are characterised with slight imperfections.

This may include, but is not limited to, a softer or looser weave, a loose thread, missing grass fibre, twisted grass fibre, small dye stains or a discontinued style.

Being a sustainable brand, we would like our customers to enjoy these hats regardless of these imperfections, rather than them going to waste.


Please Note: Outlet is exclusively for our Lorna Murray™ online store customers only.

Outlet is for personal non commercial use only (that is including and not limited to personal purchases, gifting to family, friends and colleagues, interior design and installation and other personal activity).

These items sold under Outlet are not for resale in any commercial setting.

The discount will vary depending on the quality and condition of the individual product being sold, not the style or colour. 

Please note: complimentary Luxe Gift Wrapping available for Luxe Hat Collection does not include Outlet Luxe Hats. 


Returns and Exchanges

All Outlet sales are final.

There are no exchanges or refunds offered to items in our Outlet sale, unless the item is received in a condition deemed as faulty and unwearable.
You must contact hello@lornamurray.com.au with proof of fault to return your item.

If your item is deemed faulty, you are eligible to receive a credit note ONLY valued at the price of your Outlet item.



If you have any further questions about our Policy or need assistance, feel free to contact us at hello@lornamurray.com.au

All fibre hats, bags & products by Lorna Murray Apparel have been carefully handcrafted by artisans from all-natural fibres. By handling items carefully you will extend the lifetime of your artisan pieces.

First and foremost, never leave your hat in the car or in direct sunlight when not being worn. 

Any potential irregularities in the fibre, weave & colour are characteristic of the handmade process.

Colours may soften & fibres may become more fragile over time. When not being worn, rest your hat upside down on the crown or lay folded in half and flat.

Over time tugging or pulling on the brim too firmly can cause ripping or tearing. Do not squeeze the fibres of your hat in your hands.

If wet, dry away from direct sunlight.

A soft brush can be used to remove dust.

Your fibre hat, bag or product can be sponged lightly with a damp cloth. Fibre items can be cleaned using a mild soap solution; combine a tablespoon of mild washing powder with cold water. Pat gently with a cloth then rinse.

To extend the life of your handmade item, avoid leaving folded for extended periods of time & please store carefully. Do not use chemical cleaners.

Always handle with care.

Please see our 'Hat Care: How to Fold, Store & Care For Our Hats' page for detailed instructions. Click the link here to view the page.